When people ask what it’s like to build and lead a world-class ServiceNow implementation team, I tell them—imagine yourself as the head coach of a football team. Clipboard in hand, headset on, always evaluating talent and coaching my team for the big game. Sure, my team is full of consultants and software developers rather than linebackers and quarterbacks, but the game day pressure and the thrill of the win are surprisingly similar.
Recruiting for the Roster: My Draft Day Philosophy
Much like a coach eyeing the next MVP at the Combine, I’m always on the lookout for people who bring more than just a shiny set of ServiceNow certifications. I look for seasoned implementers—players who’ve battled it out on real ServiceNow projects, not just practiced with the playbook in a lab instance or PDI.
Here’s what gets you noticed by “Coach Williams”:
- Real Experience: I want professionals with four to five years on the field—folks who have taken a business problem and driven it all the way to production. If you come to me believing hands-on means running through a tutorial, you might hear my whistle blow early.
- Versatility: My roster isn’t complete without a mix of roles—engagement managers, ServiceNow business analysts, ServiceNow certified developers, technical and OCM architects, each playing their position.
- Industry “Game Sense”: Extra points if you’ve been on special teams in finance, healthcare, construction, or another field—you can see business challenges and instinctively link them to ServiceNow solutions.
- Metrics First: My motto is “start with the end in mind.” I want players who know how to define and measure a client win—be it reduced incident times, streamlined workflows, or fewer post-game reviews.
Building Team Chemistry—No Lone Wolves Here
I build my teams around collaboration rather than “hero ball.” In my playbook, no one is expected to run every down alone.
- Teamwork: I treasure team players who can admit, “I don’t know,” who are quick to block for a struggling teammate or step up when the play goes sideways. Tech has enough glory-seekers—what wins games here is mutual support.
- Clear Communication: Whether in the huddle or at a client workshop, we have to decode the business problem first, not just flex our knowledge of ServiceNow’s bells and whistles.
- Mentorship: Coaching doesn’t stop after the draft. My senior team members nurture talent, call strategic timeouts, and make sure everyone’s lined up right on each play.
My Playbook: Keeping a Few Secret Plays
Every coach has that one play they keep in their back pocket—you know, the one that wins championships. I’ve got my own “interview combine” question that helps me spot the difference between a practice squad member and a real game-changer. Sorry, that’s a trade secret! But if you’ve got true hands-on experience, a willingness to ask questions, and a drive to grow, you’re already on my radar.
High Stakes, High Rewards
The playing field at companies I’ve been a part of is for pros. Fielding a team to fill high-paying and high-accountability positions—roles where the results dramatically impact our clients. ServiceNow isn’t something you dabble in for a few reps; you’re either dedicated, or you’re off the roster. I joke sometimes: give some folks a laptop and a ServiceNow instance, and they think they could bring about world peace. In reality, the winning formula is technical know-how, business insight, and understanding people.
Adapting to the Client—One Play at a Time
Each project is like a new game, with a unique opponent and a different field. Some clients are ready to run our full playbook; others want to take baby steps. My job as coach is to field a team that can adjust—sometimes easing clients into change, sometimes challenging them to develop repeatable processes, but always keeping their business goals as the north star.
The Final Whistle
At the end of the day, coaching a great ServiceNow team is about much more than calling plays. It’s about building a culture of humility, hustle, and mutual respect. I look for team members who bring passion for ServiceNow (and maybe a sense of humor for all those late-night deployments). I measure wins not just by the go-lives but by the transformations we create for our clients—and by how much we help each other grow along the way.
So, if you see me on the sidelines, headset on, scanning the field—you’ll know I’m always recruiting, always building, always coaching. And if you’re ready to play in the big leagues, bring your best game. My whistle’s ready.
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